Shipping & Delivery

Although I live in northern Alberta, Canada, all of my product is drop-shipped from 5 Star Equine Products' production facility near Hatfield, Arkansas, USA. That means that whatever 5 Star carries, I carry. I may not always have a new product in my store yet, or may not list something that is so specialized as to have low demand, but if you want it, e-mail me, and I will list it for you!

I apologize to my fellow Canadians trying to "buy local", as this means that you will be paying the customs taxes along with everyone else when you pick up your order at the post office. However, I do absorb some of the cost of shipping out of the United States to help ease this additional price tag.

Handling time: 5 Star ships most in-stock items within three days of my receiving payment. Handling times for custom items varies--please see the listing for specifics.

Shipping within the contiguous United States: Unless you request and pay for a faster service, orders that include saddle pads will go via UPS Ground--1-5 days delivery time from Arkansas, depending on your location. Orders with only cinchas or smaller items will go via USPS Priority Mail.

Shipping internationally: Orders will be sent via USPS Priority Mail international, unless you request and pay for a faster service. Depending on your country of residence (and how long your order gets held by customs), delivery time can take between 10 business days up to 8 weeks. (To most destinations, it is typically 2-3 weeks.)

Backorders: Occasionally, 5 Star will be back-ordered on items and will not inform me until I place an order for said item. If this happens with your order, I will inform you as soon as possible so we can determine a suitable course of action based on your needs.

Privacy & Security

I will never share your information with anyone without your permission. Your address and phone number will be passed on to 5 Star Equine Products and UPS or USPS to facilitate delivery of your order. For more information, please see my privacy policy.

Returns & Exchanges

Customer satisfaction is of the utmost importance to me.

I will take returns on non-custom, unused orders within 14 days of receipt. If you need to make a return or an exchange, please e-mail me for instructions right away BEFORE you ship the product back. Unless there was an error in manufacturing or description of a product, return shipping is to be paid by the customer. Taxes charged by your country, shipping, and customs will not be refunded.

Ordering, Viewing Order History, and Your Account

You can create a customer account to allow you to check your order history and to streamline the ordering process with a saved address. Your private information will never be shared with anyone else without your permission. I may use it to contact you about your order or for customer service concerns relating only to your usage of my store and product.

Custom Orders

Customized items are only returnable for manufacturer's defects. Please be sure you have measured correctly and chosen the correct product before ordering, especially if you are customizing it. If you need help deciding, contact me and I would be happy to assist.

While a great deal of customization is allowed for in my store listings, I can't think of everything. If you know what you want, and can't find it here, please contact me and I will work with you and 5 Star to make your vision into a reality.

Payment & Pricing

You can use your PayPal account, or you can pay by credit card using either PayPal or my other payment gateway service, Stripe (one of the most popular and safest ways to accept credit card payments online.) I also accept cheques and money orders in US funds made out to Talena Winters. Before a product is shipped, I will wait for the cheque to clear. Through the postal system, the mail can take up to two weeks to reach me from some parts of the United States. Then it will take two weeks to clear from your US bank.

All prices are in United States currency.

PayPal or credit card payments only from overseas customers.

Hours of Service

I strive to return all e-mails within twenty-four hours of receiving them. I usually check my e-mails about twice a day. However, I do not work from Friday evening until Sunday evening. so there will be a delay in the normal twenty-four hour response time on the weekend. Thank you for your patience, and for realizing that as a one-woman business, I need a weekend, too!

Talk to me!

I'd love to hear your feedback! Feel free to e-mail me with comments, questions, concerns, or just to brag about your favourite equine friend. With your permission, testimonials will be put onto my "Testimonials" page, so the world can hear about it, too!
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